Technical Manager - Advanced Troubleshooting

The Technical Manager is responsible for owning all technical issues related to the advanced troubleshooting team, including central inverters, DC to DC converters, Power to Gas systems, Communication & Control systems across the US install base. This role ensures timely updates to customers regarding the status of ongoing field issues, collaborates with field service engineers, dispatch, service providers and drives root cause analysis and corrective actions in collaboration with SMA-US Quality and HQ Quality and Technical Support.

The Technical Manager will be the go-to expert for troubleshooting, technical support, and resolution of complex equipment issues, ensuring that customer expectations are met, service quality is maintained, and operational excellence is achieved.

Primary duties / responsibilities

Ownership of Advanced Technical Issues:

• Take full responsibility for all central inverters, DC to DC converters, P2G systems, Communication & Control -related issues across the US install base.
• Act as the central point of contact for internal teams, customers, and service providers for escalated technical issues.

Customer Communication and Issue Updates:

• Provide regular status updates to customers on the progress of field issues, ensuring transparency and clear communication on next steps and resolution timelines.
• Manage customer expectations effectively, ensuring all technical challenges are addressed and resolved promptly.
• Joining all relevant escalation calls

Field Support and Troubleshooting:

• Support field service engineers by offering technical guidance and expertise on complex field issues.
• Assist and mentor field service teams to troubleshoot and resolve technical problems, ensuring high-quality service delivery.
• Coordinate with service providers to ensure timely response to field issues and technical support.
• Regularly have scheduled meetings with Field Staff.

Root Cause Analysis and Corrective Actions:

• Collaborate with headquarters (HQ) in Kassel and other engineering teams to establish clear root cause analyses for technical failures or recurrent issues.
• Ensure swift and accurate corrective actions are identified and implemented to prevent future occurrences.
• Drive process improvements and feedback loops to continually improve the service and support provided for central inverters, DC to DC converters, P2G systems, Communication & Control equipment.
• Able to diagnose and provide preliminary RCA responses to customers.

Technical Expertise and Training:

• Stay current on industry trends and developments related to Large Scale/ Industrial Solutions, and other related equipment.
• Develop and deliver internal training materials to upskill the field service engineers and team members on handling issues effectively.

Collaboration with HQ:

• Work closely with the R&D and technical teams at HQ to ensure accurate knowledge transfer and timely problem resolution.
• Ensure all technical issues are well-documented and feedback is shared with the product and engineering teams to improve future product offerings and service solutions.

Required relevant professional experience (type / duration)

Bachelor’s degree in electrical engineering or related field. Master’s degree preferred.

5-7 years of experience with electrical systems, with a focus on power generation renewable systems. In-depth knowledge of PV, BESS and P2G, with experience in installation, maintenance, troubleshooting, and technical support.

Proven experience in customer communication, especially in high-pressure or complex technical situations.

Experience in managing and supporting field service engineers or technical teams.

Strong ability to work cross-functionally with internal teams (engineering, R&D, customer service) and external stakeholders (customers, third-party service providers).

Demonstrated ability to identify the root cause of technical issues and implement corrective actions efficiently.

Ability to create and maintain technical reports, issue logs, and action plans.

Other specialized skills

Certifications related to electrical standards.

Experience working with third-party equipment suppliers and managing service relationships.

Willingness to travel extensively within the US to support field teams and customer installations.

Occasionally will have to travel to Germany

Familiarity with photovoltaic systems and power inverters is preferred.

Proficiency in the English language, both written and verbal, is required. German and/or Spanish language skills are a plus.

Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.

Attention to detail and a high level of accuracy are required.

Ability to analyze and solve problems effectively.

Ability to work well independently and as a member of a regional/global team is required.

Ability to manage and prioritize multiple projects/tasks.

Ability to work flexible hours as early morning, evening or weekend work may be required.

A valid driver’s license and an acceptable driving record are required.

This position may require periodic domestic and international travel.